This app brings the customer record into Slack so that teams can swarm on customer issues in Slack alongside Service Cloud data.Īnother benefit of service swarming is accelerated agent training. This swarming approach can be powered with our new Service Cloud for Slack app.

They set up a quick discussion to get on the same page and document the steps to resolve the case. The service agent pushes a request into a Slack channel, and experts and managers swarm the case. Say a high-value customer has a complicated request to split a shipment to many locations over time.

Slack connects your service console with the rest of your business so that experts come together to solve problems in real time. Yet the answers to complex issues are not always available in your knowledge base. In fact, they handle so many complex cases, 77% of agents say their role is more strategic than it was two years ago. Service agents today are more than just problem solvers. Over time, AI and machine learning (ML) understand the types of searches that your service agents perform to provide the most helpful information.ĪI eliminates repetitive tasks and delivers intelligent recommendations that boost productivity and free up service teams to focus on what matters most: strengthening customer relationships. The predictive search function uses artificial intelligence (AI) to show the most relevant and helpful content to resolve cases, including knowledge base articles, logged files, and past resolved tickets. As teams work through complex issues together, a searchable knowledge base grows. Additionally, work in Slack happens in channels, collective homes for all the messages and files related to a specific team, topic, or customer. With Slack, agents tap into a collective knowledge base without working across screens.

Front end developer slack channel